Genesys Engage on-premises

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  • 1.  Event not received when call answered b Agent.

    Posted 11-28-2018 19:30
    Hi, 

    We are making a call with Stat server by making a request below for two of the metrics for Queues object.


    CurrNumberWaitingCalls 

    var requestOpenStatistic = RequestOpenStatistic.Create(); 

    requestOpenStatistic.ReferenceId = uniquenumber; 

    requestOpenStatistic.StatisticObject = StatisticObject.Create(); 

    requestOpenStatistic.StatisticObject.ObjectId = queue.QueueNumber + "@" + queue.SwitchName; 

    requestOpenStatistic.StatisticObject.ObjectType = StatisticObjectType.Queue; 

    requestOpenStatistic.StatisticObject.TenantName = TenantName; 

    requestOpenStatistic.StatisticObject.TenantPassword = ""; 

    requestOpenStatistic.StatisticMetric = StatisticMetric.Create(); 

    requestOpenStatistic.StatisticMetric.StatisticType ="CurrNumberWaitingCalls"; 

    requestOpenStatistic.StatisticMetric.TimeProfile = "Default"; 

    requestOpenStatistic.Notification = Notification.Create(); 

    requestOpenStatistic.Notification.Mode = NotificationMode.Immediate; 

    requestOpenStatistic.Notification.Frequency = 2;



    When we receive a response for this event asynchronously, by making a test call, the value of this metric is changing to 1 as soon as the phone starts ringing. Ideally, it should have been showing a value only when the phone goes on waiting, instead it's showing 1 as soon as it starts ringing.

    CurrMaxCallWaitingTime 

     

    var requestOpenStatistic = RequestOpenStatistic.Create(); 

    requestOpenStatistic.ReferenceId = uniquenumber; 

    requestOpenStatistic.StatisticObject = StatisticObject.Create(); 

    requestOpenStatistic.StatisticObject.ObjectId = queue.QueueNumber + "@" + queue.SwitchName; 

    requestOpenStatistic.StatisticObject.ObjectType = StatisticObjectType.Queue; 

    requestOpenStatistic.StatisticObject.TenantName = TenantName; 

    requestOpenStatistic.StatisticObject.TenantPassword = ""; 

    requestOpenStatistic.StatisticMetric = StatisticMetric.Create(); 

    requestOpenStatistic.StatisticMetric.StatisticType =" CurrMaxCallWaitingTime "; 

    requestOpenStatistic.StatisticMetric.TimeProfile = "Default"; 

    requestOpenStatistic.Notification = Notification.Create(); 

    requestOpenStatistic.Notification.Mode = NotificationMode.Immediate; 

    requestOpenStatistic.Notification.Frequency = 2;



    When making a test call, ideally, the value of this metric should reset back to 0 as soon as the call is answered by the Agent. This is not resetting to zero when the user changes to state like AfterCallWork or some other state. Its remaining same while the call was waiting and no new value is received which should be zero when the agent answers the call.

    Thanks


    #SystemAdministration
    #Unsure/Other

    ------------------------------
    Stephen Irecki
    eMite Pty Ltd
    ------------------------------


  • 2.  RE: Event not received when call answered b Agent.

    Posted 11-29-2018 20:14
    Hi Stephen,

    Both of these are expected behaviours in most environments.  Check out the Stat Server documentation for CallWait.
    • EventQueued will be generated as soon as a VQ is targeted.  It may only be millisecond until the call is diverted to an agent, but it is still queued for that time.  Maybe move to a time-based notification (every 2 seconds) rather than immediate?
    • In most environments I've seen, the SIP Server setting will have divert-on-ringing = true.  This means that EventRouteUsed and EventDiverted will be generated as soon as it starts rining on the agent endpoint, and it is no longer waiting in the queue.  You can look to change that setting  on SIP server if that's not desired, but it may have flow-on impacts.  But I think the actual issue here may be that you have an immediate notification schedule here again.  Immediate for CurrentTime based statistics is not a good idea in terms of load.  Move to time based.

    Regards,

    ------------------------------
    Jason Mclennan
    Commonwealth Bank of Australia
    ------------------------------



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